Team Leader

2 weeks ago

New Delhi, India Selections HR Services Private Limited Full time

Role Overview:We are hiring an experienced Team Leader – Operations for a leading international BPO handling US Voice Process. The ideal candidate should be a people manager with strong exposure to team performance management, call handling, process KPIs, and client interactions.Key Responsibilities:- Manage a team of 10–20 associates in an outbound/inbound US Voice Process. - Drive performance against SLA metrics (AHT, CSAT, FCR, QA, Attendance, etc.). - Monitor daily operations and ensure consistent achievement of KPIs. - Handle escalations and ensure timely resolution of customer issues. - Conduct team huddles, feedback sessions, and performance reviews. - Work closely with Quality, Training, and Workforce teams to improve output. - Prepare daily, weekly & monthly reports for client and internal stakeholders. - Motivate and mentor the team to maintain high engagement and low attrition.Desired Skills & Competencies:- Minimum 1 year experience as a Team Leader / SME in an international (US) voice process. - Strong people management and leadership skills. - Excellent communication, reporting, and analytical ability. - Experience in BFSI / Telecom / Healthcare / E-commerce US process preferred. - Proficient in Excel, MIS, and performance dashboards.Education:Graduate / Post-Graduate in any stream.

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